Monitor resolved tickets for updates.

[Jason Myers]

I currently use JIRA for call center ticketing. We resolve issues but sometimes the customer sends in an email after the ticket is resolved. I need to monitor tickets for this so we do not miss an issue. I am currently using an advance search to locate these tickets, but the script seems in affective. I wonder if anyone might have a better script I can use or know why the script I use does not pull every ticket that has been updated after being resolved. 

My script:

project = CUSTOMER AND issueFunction in dateCompare("", "resolutionDate < lastCommented") ORDER BY updated DESC

So I am looking at my project, and then asking for a comparison between the resolution date and the last commented time, and a sort after that. I know I am missing something or that a better or different way exists to find all the tickets that get updated after we resolve them.

Any ideas and help is much appreciated.

Thanks.

[Peter T · Accepted solution]

Hi Jason,

I've seen cases where in JQL function if you don't type the field name absolutely the same it won't work fine - even the capitalization. I have a similar example that works for me.

One additional note: Each time a comment is posted or any other change the "updated" date is being changed and for me this is more robust way to detect changes that lastCommented.

Cheers,

Peter T

[Jason Myers]

Peter,

Dude, thank you! Changing to "updated" is exactly what i needed. I have been hitting my head on this for a while now.

Much appreciated,

• Jason

[Peter T]

Glad to be helpful. If you hit anymore issues write here or in case you don't get quick response at support@botronsoft.com, we are quite experienced with call center setup for JIRA.

Cheers,
Peter